Professional Communication
Final Test Solutions
Course Introduction
Professional Communication is designed to equip students with the essential skills required for effective communication in diverse professional settings. The course covers key concepts such as verbal and nonverbal communication, active listening, business writing, presentation techniques, digital correspondence, and intercultural communication. Students will engage in practical exercises, group projects, and real-world scenarios to develop clarity, persuasiveness, and professionalism in their interactions. Emphasis is placed on adapting communication styles to suit various audiences, collaborating in teams, and understanding ethical considerations in the workplace. By the end of the course, students will be prepared to confidently navigate and contribute to professional environments through strong communication practices.
Recommended Textbook
Essentials of Business Communication 10th Edition by Mary Ellen Guffey
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17 Chapters
1539 Verified Questions
1539 Flashcards
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Chapter 1: Communicating in the Digital Age Workplace
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100 Verified Questions
100 Flashcards
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Sample Questions
Q1) ____________________ means learning about beliefs and practices different from our own and appreciating them. One of the best ways to develop this trait is to practice empathy.
Answer: Tolerance
Q2) An American businessperson who thinks that all Swiss are hardworking, efficient, and neat is demonstrating an example of
A) ethnocentrism.
B) tolerance.
C) stereotyping.
D) a cultural norm.
Answer: C
Q3) As a frontline employee, you can expect to have more managers in the workforce.
A)True
B)False
Answer: False
Q4) The U.S. workplace is expected to remain dominated by males and be Anglo-oriented.
A)True
B)False
Answer: False
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Chapter 2: Planning Business Messages
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100 Flashcards
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Sample Questions
Q1) Which of the following is not an element of the communication process?
A) Forming an idea
B) Selecting a communication channel
C) Displaying empathy
D) Providing feedback
Answer: C
Q2) Which of the following sentences demonstrates conversational business writing?
A) Your return policy really ticks me off.
B) I am upset about your return policy.
C) Your return policy has provoked me to write this letter.
D) All answer choices reflect conversational business writing.
Answer: B
Q3) When selecting a communication channel, you should follow two tips: use richer media for persuasive or personal communications, and A) use the richest media available.
B) select the cheapest channel to reduce costs.
C) never use digital media such as instant or text messaging on the job.
D) consider what media is the easiest for you to use.
Answer: A
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Page 4
Chapter 3: Organizing and Drafting Business Messages
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Sample Questions
Q1) Ahna is sending a persuasive memo to her staff asking them to participate in the new wellness program. Which of the following sources of information would be most appropriate to help Ahna shape an effective persuasive message for her staff?
A) Tightly controlled scientific experimentation
B) Library research
C) Questionnaires and surveys of employees
D) Research in company files
Answer: C
Q2) Nicola is collecting information for a business document she is writing. This collection process is called ____________________.
Answer: research
Q3) To build paragraph coherence, a writer should
A) repeat a key idea by using the same expression or a similar one.
B) use pronouns to refer to previous nouns.
C) show connections with transitional expressions.
D) All answer choices can build paragraph coherence.
Answer: D
Q4) A(n) ____________________ is a group of sentences about one idea.
Answer: paragraph
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Chapter 4: Revising Business Messages
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Sample Questions
Q1) As you revise, make your writing clear by using specific verbs, concrete nouns, and vivid adjectives.
A)True
B)False
Q2) Your goal as a business writer is to impress your reader.
A)True
B)False
Q3) The following sentence contains clear and precise wording: In some businesses they won't let you accumulate sick leave.
A)True
B)False
Q4) One careful proofreading of any document is sufficient.
A)True
B)False
Q5) Proofreading includes the use of only a grammar or spell-checker.
A)True
B)False
Q6) Only main ideas should be included in a microblog.
A)True
B)False
Page 6
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Chapter 5: Short Workplace Messages and Digital Media
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Sample Questions
Q1) Things You Need to Know is an effective title for a blog.
A)True
B)False
Q2) Memos should be organized directly by conveying the main idea first.
A)True
B)False
Q3) An e-mail message or memo usually ends with action information, dates, or deadlines; a summary of the message; or a
A) witty quotation.
B) copyright notice or confidentiality statement.
C) closing thought.
D) reference line that includes the typist's initials.
Q4) One advantage of a wiki is that it
A) allows documents to be error free.
B) guarantees public and employee acceptance.
C) enables companies and news organizations to broadcast information quickly to the public.
D) eliminates the problem of document version confusion.
Q5) To, From, Date, and Subject in an e-mail message or a memo are called ____________________ words.
7
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Chapter 6: Positive Messages
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Sample Questions
Q1) End dates and specific actions in a routine request message should be placed in the A) introduction.
B) body.
C) closing.
D) enclosure notation.
Q2) If you must provide large amounts of data or answer many questions in your response message, make your message more readable with graphic devices such as lists, tables, headings, boldface, or italics.
A)True
B)False
Q3) A subject line in a direct reply letter
A) is mandatory.
B) generally refers in abbreviated form to previous correspondence and/or summarizes a message.
C) must be written as a complete sentence.
D) identifies the sender and his or her company.
Q4) When writing goodwill messages, you should always use the "you" perspective.
A)True
B)False
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Chapter 7: Negative Messages
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Sample Questions
Q1) In denial messages you must establish the proper tone and use you statements such as You would have known that cash refunds are not available if you had read the receipt.
A)True
B)False
Q2) Which of the following best presents the bad news in a message refusing a customer's claim?
A) We are sorry that we cannot give you a full refund for your DVD player.
B) Because you damaged the DVD player by trying to repair it yourself, we are unable to give you a full refund.
C) The damage to your DVD player is not covered by the warranty, as explained in the enclosed copy of the warranty that came with your DVD player.
D) Although a full refund cannot be issued, we would be happy to repair your DVD player for a nominal fee.
Q3) Smart business representatives always avoid calling an unhappy customer to resolve problems.
A)True
B)False
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9
Chapter 8: Persuasive Messages
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100 Flashcards
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Sample Questions
Q1) The closing of a persuasive request should
A) establish your credibility and demonstrate your competence.
B) meet governmental regulations.
C) describe the problem.
D) motivate action.
Q2) The number of persuasive messages has increased drastically within the last decade.
A)True
B)False
Q3) Effective persuasive claim messages
A) vent the writer's anger and frustration.
B) present a logical case with clear facts.
C) help the reader by showing who is to blame for the problem.
D) display strong emotion.
Q4) Tweets and other online posts are now being used to persuade others.
A)True
B)False
Q5) When creating a persuasive message, you should expect and overcome resistance. A)True
B)False
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Chapter 9: Informal Reports
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Sample Questions
Q1) Use ____________________ format for short (usually eight or fewer pages) informal reports addressed outside an organization.
Q2) Which statement about digital slide decks is most accurate?
A) Many business writers deliver their informal reports as digital slideshows, which are also called slide decks.
B) Slide decks are more inviting to read than hard copies of informal reports.
C) Slide decks are often used by individuals in marketing, technology, media, entertainment, and consulting.
D) All answer choices are accurate statements about digital slide decks.
Q3) The purpose of a(n) ____________________ report is to provide a status update on a project.
Q4) Use Empowered Team Decision-Making Without Losing Control is an example of a(n) ____________________ heading.
Q5) Progress reports are written for only internal readers. A)True B)False
Q6) The format for a report relies solely on the intended audience. A)True B)False
Page 11
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Chapter 10: Proposals and Formal Reports
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Sample Questions
Q1) Report graphics should include a caption or title.
A)True
B)False
Q2) Paraphrasing is
A) restating an original passage in your own words.
B) repeating the grammatical structure of the original passage.
C) replacing original words with appropriate synonyms.
D) indicating the source of the original work.
Q3) Which of the following is a primary data source?
A) Periodicals
B) Electronic databases
C) Blogs
D) Experimentation
Q4) The most important section of a report to a reader is the conclusions and recommendations.
A)True
B)False
Q5) Books can provide historical, in-depth data.
A)True
B)False
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Chapter 11: Professionalism at Work: Business Etiquette, Ethics,
Teamwork, and Meetings
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Sample Questions
Q1) A meeting agenda should include the date and place of the meeting, start and end times, a brief description of each topic with its time allotment, and A) a refreshment list.
B) an explanation of the leader's position on each of the agenda topics.
C) any premeeting preparation expected of participants.
D) All answer choices should be included on a meeting agenda.
Q2) How should a group leader keep a meeting progressing effectively?
A) Engage in most of the talking to ensure that the meeting ends on time.
B) Allow group members to digress on a topic because other topics may be beneficial to explore.
C) Discourage members who monopolize the discussion.
D) Summarize only at the end of the meeting.
Q3) Professional behavior is comprised of six dimensions, including courtesy and respect, appearance and appeal, tolerance and tact, honesty and ethics, reliability and diligence, and
A) soft and hard skills.
B) self-actualization and self-control.
C) sharing and collegiality.
D) education and training.
Page 13
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Chapter 12: Business Presentations
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Sample Questions
Q1) By preparing a visually appealing multimedia presentation and ensuring that each slide is great looking, you can compensate for thin content.
A)True
B)False
Q2) Tyrone has just told his audience that engineering a hostile business takeover is similar to conducting guerilla warfare. He is using what technique?
A) Personal anecdote
B) Quotation
C) Personalized statistic
D) Analogy
Q3) When analyzing your audience, you should consider the A) educational level of the audience members.
B) size of the audience.
C) approximate age of the audience members.
D) All answer choices are important factors to consider when analyzing an audience.
Q4) Analyzing your audience can help you decide how to organize your presentation.
A)True
B)False
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Chapter 13: the Job Search and Resumes in the Digital Age
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Sample Questions
Q1) In the education section of your résumé, you should
A) list all college courses that you have taken to give the employer a complete picture.
B) include relevant seminars attended and workshops completed.
C) list only colleges where you have completed a degree or certificate program.
D) specify your high school and college GPAs.
Q2) Because your résumé is probably the most important document you will ever write, you should
A) enhance your job titles to make your résumé more impressive.
B) include ample use of the personal pronoun I to make it more personal.
C) consider having a knowledgeable friend or relative proofread it.
D) use a professional résumé service to prepare your résumé.
Q3) Which statement about open and hidden job markets is most accurate?
A) More jobs are secured through the open job market than through the hidden job market.
B) The open job market consists of jobs that are advertised or listed.
C) Most job seekers start searching for jobs using the hidden job market.
D) The hidden job market refers to those jobs that are filled through illegal or unethical tactics.
Q4) The ________________ job market consists of jobs that are advertised or listed.
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Chapter 14: Interviewing and Following up
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Sample Questions
Q1) You should write a formal ____________________ letter to confirm the exact date you will terminate your employment when it is a position you have held for an extended period.
Q2) During your job search, you should treat any call from an employer just like an interview.
A)True B)False
Q3) A(n) ____________________ interview is meant to test a candidate's reactions during nerve-racking situations.
Q4) Which of the following is an example of a behavioral interview question?
A) Who in your life has most inspired you and why?
B) An irate customer is demanding her money back. How would you handle the situation?
C) Tell me about a time when you solved a difficult problem.
D) What is your greatest strength?
Q5) To avoid coming across as tentative in an interview, always answer a question even if you don't understand it.
A)True B)False
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Chapter 15: Correction Symbols and Proofreading Marks
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Sample Questions
Q1) Which of the following statements best demonstrates concise writing?
A) There are several things that every employee must know about workplace hazards.
B) The directors believe that HAZMAT training is absolutely essential.
C) Although this training is a company requirement, it must be completed at the employee's expense.
D) This is to inform you that HAZMAT training will be scheduled in the near future.
Q2) Revise the following sentence to avoid misplaced modifiers: Waiting for the interview, sweat formed on Rich.
Q3) The central objective of communication is the transmission of meaning.
A)True
B)False
Q4) Skilled business communicators use an abundance of first-person pronouns such as I, we, and our to connect with an audience.
A)True
B)False
Q5) Active-voice verbs are preferred in business writing.
A)True
B)False
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Chapter 16: Document Format Guide
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Sample Questions
Q1) A wiki is a website with journal entries on any imaginable topic usually written by one person.
A)True
B)False
Q2) Which of the following is the most important part of a bad-news message?
A) A positive, forward-looking closing
B) A neutral buffer
C) An explanation of the reasons for the bad news
D) The bad news itself
Q3) Business letters are the preferred channel of communication for delivering messages outside of an organization.
A)True
B)False
Q4) Sales messages are most effective if they follow the AIDA strategy. What are the four parts of the AIDA strategy?
A) Audience, investigate, develop, analysis
B) Aggressive, indirect, direct, assertive
C) Analyze, interpret, define, adapt
D) Attention, interest, desire, action
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Chapter 17: Documentation Formats
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Sample Questions
Q1) Which of the following represents an informal writing style?
A) James, Deloitte, and Wilts, Inc., after extensive review of references and credentials of contractors, has elected to contract with Peck Builders for the new office complex.
B) We selected Peck Builders as general contractor for our new office complex.
C) After conducting an exhaustive search of building design elements and cost-efficiency data, the company has verified the qualifications of Peck Builders.
D) The findings validate the imperative of selecting a fully qualified and bonded contractor for the new building venture of James, Deloitte, and Wilts, Inc.; that contractor is Peck Builders.
Q2) The richest communication channel is e-mail.
A)True B)False
Q3) What is the difference between primary and secondary data? Give \(\text {\underline{ one} }\) example of each.
Q4) One of the best online sources for jobs is a company's own website.
A)True B)False
Q5) List and briefly describe\(\text {\underline{ two }}\) advantages of teams.
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